you're reading...
travel news

Small UK tour operators still king

Small Independent tour operators gain higher customer satisfaction ratings than the big two travel giants TUI Travel and Thomas Cook, a Holiday which survey claims.

Nine independent operators achieved customer satisfaction scores of 83% or higher, the Holiday Which? member survey found. 

However Airtours, Crystal Holidays, First Choice and Thomas Cook – all owned by the ‘big two’ companies – languished at the bottom, faring below average for organisation and overall satisfaction. Only Cosmos received a lower customer satisfaction score.

Portland Direct was the exception to the poor showing of the big groups – six in ten customers would definitely recommend the company to a friend.  But it also had the joint lowest ‘value for money’ score and one of the lowest proportions of customers who were very satisfied with their tour rep.

The survey showed that Spain is still the country most travelled to, Inghams and expedia were best for short-haul destinations although rather pricey.

For long-haul trips Kuoni, Saga and Trailfinders came top.

Holiday Which? editor Lorna Cowan said: “With the rise in the number of do-it-yourself holidays, none of the tour operators are in a position to rest on their laurels. 

“However, it’s great to see the independent tour operators performing so well in the face of big competition. 

“Thomas Cook and TUI Travel could learn a lot from Travel about how to keep their customers happy.”



One thought on “Small UK tour operators still king

  1. Travel and tourism is and will always be a service industry. the problem with big agencies is that they try minimize as much costs as possible in order to have as much margins as possible. Unlike local and small tour operators that basically aim to make their guests happy.


    Posted by Russell Ri | October 21, 2008, 2:49 am

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s

On the beach holidays review

Beware of, OTBEACH or ON THE BEACH Holidays plus otbeach.co.uk and finally OntheBeach.co.uk -

On the beach complaints and reviewsOn the Beach Otbeach warning.

Or check out - On the beach holidays, ot beach, I book holidays a con site?

otbeach on the beach holidays The bulk of the "On the beach complaints" concern - Persistent call backs after you think you have booked online to ask for more, huge extra cost surcharges. Extremely poor customer service .

According to ABTA they trade as: On the Beach, I book holidays, Otbeach so be careful.

Enter your email address to follow this blog and receive notifications of new posts by email.

%d bloggers like this: